Introduction to metrics

Metrics are powerful tools that bring key data from your organization into your journey maps, enabling data-driven decision making, insight discovery, and opportunity spotting.

Metrics cards

What are metrics in journey mapping?​

Metrics in journey mapping are quantitative measurements that provide concrete data points to support and enhance your customer journey analysis. They help you:

• Validate assumptions about customer behavior

• Identify pain points and areas for improvement

• Measure the impact of changes to your customer experience

• Prioritize initiatives based on data-driven insights

Tip: Incorporating metrics into your journey maps transforms them from static visualizations into dynamic, actionable tools for continuous improvement.

Learn how to set up metrics in Smaply.

Data Sources for Metrics​

Smaply supports various data sources to populate your metrics:

1. Manual entry: Ideal for quick updates or one-off data points

2. Excel or CSV paste/import: Perfect for bulk data or periodic updates

3. Live data integrations: Connect directly to analytics and other data tools for real-time insights

Getting started with metrics​

1. Identify key performance indicators (KPIs) relevant to your customer journey

2. Set up integrations or prepare your data for import

3. Add metric lanes to your journey map

4. Configure your metrics with appropriate visualizations and targets

Best Practice: Start with manual metrics and quickly get the visualization you want. Then transition to live data sources.